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Power up, Aflac!

Y O U A R E O U R B U S I N E S SEMPLOYEEMATTERS

A F L A C

M A Y / J U N E 2 0 1 4

Energizing employees

EMPLOYEE APPRECIATION

WEEK

Going the distance

STATE OF THE

COMPANY

Making your game plan

FITNESSTIPS

Strengthening Aflac values

CUSTOMERSERVICECENTER

Running defense

TESTIMONIAL

We receive letters and messages every

day from customers who have used

their Aflac insurance policies and want

to express their appreciation to us. We

feature one in every issue of this maga-

zine, and in the pages that follow you’ll

find the story of how the Roane family

used their accident insurance policy as

their son navigated his very active —

and sports-filled — high school years.

These letters never fail to inspire me,

and I was particularly touched by an-

other that crossed my desk in January.

I’ve kept it because it means so much

to me.

The 94-year-old writer — in just two

sentences — summed up what makes

Aflac so successful:

“Thank you very much for the check for

our claim. We appreciate your efficiency

and your good wishes.”

Each year during Employee Appreci-

ation Week we showcase the positive

energy it takes to provide the kind of

caring and efficient customer service

that keeps our customers satisfied.

EAW generates a lot of energy. Use it

as a catalyst to grow your career, your

ideas and your company. And always

keep in mind that behind every func-

tion we perform during our work days,

there’s a customer depending on our

service.

I hope that you take the sentiments in

these testimonial letters to heart. Use

them as a reminder of what we can

accomplish in the second half of 2014 –

and how a 94-year-old man so elo-

quently expressed the power of Aflac.

I appreciate you.

Powerup, Aflac!A message from

Dan AmosChairman, CEO

“... behind every function we perform during our work days there’s a customer depending on our service.”

14 20 26

14

POWER UP, AFLAC!

May/June 2014

Power up, Aflac! May/June 2014 1

ts:Conten

ON THE COVER: Dedra Mitchell and Miguel Hernandez from the Duck Dynasty team and Paola Machado from the Waddling Ducks team have fun and get fit on the volleyball court.

Editor: Janet Burden Contributors: Janet Burden, Alicia Clampett, Susan Goodsell, Somer Mason Art Director/Graphic Design: Robin Riley-Communicorp Photography: Jerry Ballas, Ana Brubaker, Curtis Mansell, Oz Roberts

FEATURES

4 EAWPowered up and ready for the second half ...

8 State of the Company Where we’re going – where we’ve been ...

10 Fitness Employees share success tactics ...

14 Customer Service CenterThere’s new energy in the air ...

17 Aflac Plus RiderBoosting customers’ protection ...

19 North Carolina testimonialAn active family is glad that Aflac has its back ...

2 Quick Clips 24 New Employees 27 All in the Family

IN EVERY ISSUE

[ What’s happening around Aflac? ]Quick Clips

13YRS.

Aflac makes FORTUNE magazine’s

2014 Most Admired Companies list – Ranked No. 1 in Insurance: Life and Health Category

FORTUNE magazine has again hon-

ored Aflac as being a World’s Most Ad-

mired Company – for the 13th time.

The survey results used to determine

rankings also positioned Aflac first in

the Life and Health insurance category.

The World’s Most Admired Companies

list can be found on the FORTUNE

website. The list appeared in FORTUNE

magazine’s Feb. 27 print edition.

FORTUNE and The World’s Most Admired Companies

are registered trademarks of Time Inc. and are used under

license. From FORTUNE Magazine, March 17, 2014 ©2014

Time Inc. FORTUNE and Time Inc. are not affiliated with,

and do not endorse products or services of, Licensee.

8Ethisphere announces

2014 World’s Most Ethical Companies list – Aflac honored for eighth straight year

Aflac has once again been named a

World’s Most Ethical Company by the

Ethisphere Institute. The only insurance

company to have appeared on Ethisphere’s

World’s Most Ethical Companies list

every year since the inception of the

award in 2007, Aflac continues to earn

recognition for its commitment to doing

business ethically and with integrity.

“The foundation of our relationship

with customers is trust; trust that we

will pay claims quickly during times

of need. This honor reinforces the

faith that customers and shareholders

place in our commitment to serve them

with integrity,” Aflac Chairman and

CEO Dan Amos said.

For a complete list of companies honored by Ethisphere and criteria used by their analysts, go to ethisphere.com or to the 2014 first quarter issue of Ethisphere Magazine.

2 Power up, Aflac! May/June 2014

Visit Aflac in the News on

the employee intranet to

stay informed about Aflac

and the insurance industry.

The rolling news ticker

spotlights breaking stories

from top media sources

from around the globe.

AFLAC

NEWS

THYR.

Ethisphere magazine’s 2014 first quarter

issue featured an article by Audrey

Boone Tillman, EVP and General

Counsel.

Read Audrey’s thoughts about recruiting, employee engagement and other topics in Ethisphere.

Ethisphere magazine features Audrey Boone Tillman article Pretty is as Pretty Does

IN THE

Teresa White offers tips in Essence – “Always listen and seek understanding.”

Teresa White, executive

vice president, COO Aflac

Columbus, was featured in

the April issue of Essence.

Her advice for success in the workplace appears in

the article, Manage at Every Level, of the The Black

Woman’s Career Playbook: The Rules of Engagement.

Read her tips for success at essence.com.

Employee Matters 3

Where’s the Aflac Plus Rider icon? In this issue the Aflac Duck is again playing hide and seek, but with

the Aflac Plus Rider logo “icon”. Find the blue box with the white “+” sign hidden somewhere in the pages of this

issue and you could win a prize! All correct entries will be entered into a random drawing to win, and all em-

ployees are eligible to play. HINT – there is no Envision icon on the page with the hidden Aflac Plus Rider logo icon.

When you find the – use the Envision app you downloaded to your smartphone and scan the image. Fill out all the information requested and send. If you don’t have your phone, email the page number and its location on the page to [email protected]. (See the purple box above for directions on downloading the app). DEADLINE: June 20.

TOP 50Aflac has been selected as one of America’s Top 50 Organizations for Multi-

cultural Business Opportunities for 2014 by DiversityBusiness.com. More than

a million businesses were asked to answer 10 questions about diversity

business in the marketplace to determine the 14th annual Top 50 list. The

Div50 award is based on factors such as volume, consistency and quality of

business initiatives a company grants to multicultural suppliers.

The Div50 list is made up of highly respected organizations which have

truly differentiated themselves in the global market place; particularly in

an era where diversity has been imperative for economic prosperity and fu-

ture success. This list represents the Top 50 Corporations as determined by the

small business marketplace as leaders of multicultural business opportunities.

Read a complete listing of the Div50, press and award ceremony information at diversitybusiness.com.

2013 Aflac supplier diversity year-end totals show significant increase – Mother Nature Network spotlights Aflac’s success

In 2013, Aflac’s percentage of supplier

spending with minority-owned vendors

rose from 4 to over 9 percent, and that

milestone was commemorated in a video

produced by Mother Nature Network.

MNN posted to its website a video featuring

the positive ways our supplier diversity pro-

gram affects businesses like Edge Solutions,

a majority women- owned IT business based

in Atlanta.

In the video, Wassel Lewis, senior manager in

Aflac Strategic Sourcing, and Julie Haley, CEO,

Edge Solutions, explain the ways diversity

programs benefit both Aflac and its vendors.

The supplier diversity program has been

in place for more than eight years, and it

advances Aflac’s commitment to helping

diverse companies grow.

It is open to qualified

vendors certified as

minority, woman-owned

or veteran- owned busi-

nesses.

Learn more about Aflac’s commitment to corporate responsibility at aflac.com > Vendor Information. View the video at mnn.com.

organization for diversity – Aflac lands on America’s Top 50 Organizations for Multicultural Business Opportunities

‘HOW TO’ REMINDER!

We have changed some of the content of Employee Matters to make it more interactive. The addition of QR codes and Augmented Reality will make it easier to find additional information and communicate more quickly. It will even make some of our stories “come to life” when you view images tagged with the Envision mobile icon (see below) through the FREE app.

Go to the App Store or Google Play to download a free app like Red Laser to read QR codes. The Envision app is needed to read the images tagged with Augmented Reality. Follow the directions below to download and start using.(If you have any difficulty, make sure your WiFi is disabled and that your image is focused when scanning).

Download Envision from the App store.

View the image through the app.

Watch the image come to life!

Step 1 Step 2 Step 3


SCAN PHOTO | Use your smartphone to scan this image and watch it come to life. See p 3.

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Above: Columbus employees at Aflac and Communicorp enjoyed a fun EAW week of camaraderie with breakfast on Hot Mess Monday, ice skating and other activities with their families, snacks and drawings for great prizes. Center: Spreading some Aflac love are Brenda Bannister, Michael Hoffman and Connie Love.

Sydelle Jacobs and niece.

Shatina Lewis, Miquel Hernandez, Wanda Strand Youngren, Francis Jarvis, Kristina Goochey.

Eric Seldon, Aimee Houston.

Donna Hurst, Gillian Seguin, Guirlene Mimy-Matthews, Noelia Knapp.

Cindy Spinks, Amanda Heninger, Aimee Houston.

Aflac co-founder, Paul S. Amos with Sandra Hernandez, left, and Robin Wilkey, right.

Employee Matters 5

Employee Appreciation Week in Columbus – nothing short

of extraordinary!

The week kicked off with a bang Saturday, May 3, for

Aflac Columbus employees and their families who chose the

option of Wild Adventures in Valdosta, Ga. Other employees

had an option to receive gift cards for their families to either

Carmike Cinemas or Dave and Buster’s.

Wild Adventures brought tons of family fun, as employees

received not only a ticket for Saturday, but also a free

voucher to return to the park the following day. Attrac-

tions included roller coasters, water rides, daily shows and

hands-on animal encounters.

Carmike Cinemas’ passes can be used anytime in 2014.

Employees and their families will enjoy a movie, a popcorn

bucket refillable all year and drinks for the family.

For employees choosing Dave and Buster’s for a family ad-

venture, passes can be used at any time. This option gives

flexibility for employees, and offers them the opportunity

to have a great meal and enjoy a range of arcade games.

With all these great options for family adventures, employ-

ees were sure to have a blast with their families.

Employees enjoy snacks, prize drawings and dress-up con-

tests by day, leading up to fun nightly events

While the work-day was filled with snacks, prize drawings

and even dress-up days for the week, employees kept the

fun going after work with a surplus of evening events:

Watching Despicable Me 2 on the IMAX screen. The Na-

tional Infantry Museum at Fort Benning hosted employees

and their families to watch Despicable Me 2 in the IMAX

theatre on a screen five stories high and 70 feet wide.

Skating the night away at the Columbus Ice Rink. What bet-

ter way to cool off from the Georgia heat than a nice skate in

one of the coolest facilities in town.

Enjoying The Odd Couple at the Springer Opera House. In

one of Georgia’s oldest theaters, employees enjoyed seeing

one of the most beloved Broadway comedies ever written.

And did we mention, the play features Aflac’s very own

Chris Graham, Communications and Content Marketing,

playing Felix?

Gathering with family to watch the movie Frozen on the green

at Aflac. The movie on the green couldn’t be more of a family-

friendly event. Aflac families brought chairs and blankets

to watch Frozen while enjoying popcorn, drinks and the Ice

Cream Girl treats.

Columbusmay 3-9, 2014

Above left: Many chose to go ice skating for Saturday’s activity. Top center: Tenured employees get a fast pass at breakfast. Top right: Many Columbus employees enjoyed watching The Odd Couple at the Springer Opera House co-starring one of our own. Bottom center: 5- and 10-year tenured employees celebrate at the Trade Center. Bottom right: Communicorp employees get excited for the start of EAW.

Amy Giglio and daughter. Some members of the EAW Executive Committee. Chris Graham.

Tonya McLeroy, Jennifer Stone, Nikole Lyles, SirMichael Jones, Jim Gasko.

TK Lansdon, Janet Stephens, Laura Murray, Mike Koger, Bonnie Bell, Toni Mion, Mike Fowler.


Aflac basketball talent brings home the trophyAflac’s men’s basketball team, Quack Attack,

placed 3rd in the Columbus Parks and Recre-

ation regular season play with a 10-3 record –

adding the first men’s basketball trophy to

the PSA campus trophy case.

LEARN MORE ABOUT THE BASKETBALL TEAMS AND OTHER SPORTS OPPORTUNITIES on the employee intranet at Employee Services > Sports.

Ready for a Where’s the Duck … Print contest with a twist?As a nod to our new rider, the Aflac Plus

icon is hidden in these pages instead of the

usual Duck prints. Find the icon somewhere

in the pages of this issue and you could win a

prize. (And no, it’s not the one shown below!)

SEE PAGE 3 for details.

From left: Bronson McBride, Nathaniel Lokey, Jeremy Bynam and Christopher McQueen. Not shown: Price Walker.

Omahamay 5-9, 2014

Employee Appreciation Week in Omaha – what a blast!

Monday employees focused on their minds by playing mind games

and beginning the daily prize drawings. And who could forget

the infamous Pancake Man serving hot cakes, eggs and sausage?

Tuesday was a focus on strengths with the tenure luncheon and

daily prize drawings.

Wednesday incorporated a focus on health with a wellness fair.

Employees were treated with some healthy snacks too.

Thursday it was time to focus on fun. On top of daily drawings, the

funfest allowed employees to play arcade games and enjoy pop-

corn and cotton candy.

Friday in Focus brought all the employees together at Marcus Mid-

town Theatre to enjoy a blockbuster movie followed by a brunch

and Grand Prize drawings.

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•

Tenurees.

Sarah Schulman and Cynthia Toledo.

Blake Voltz, Robyn Jensen, Bob Ottman, Marcie Hunt.

Camille Jackson, Jackie Reusch, LaKeesha Harbour, JC Wand.

LaTera Tanner.

It began Nov. 30, 2013, when he and his son, J. Penton Clark,

“PK” Hollist, were constructing a flag pole at a Little League

baseball field in Waverly Hall, Ga.

In Japen’s words:

“As we raised the metal pole, it struck, or likely got too close

to, an overhead power line and the electricity arced to the

pole, grounding out on PK. He suffered third and fourth de-

gree burns. He had just run a half marathon the weekend pri-

or, and as that endurance mindset kicked in he kept trying

to stand up and fight the effects of his injuries. After three

attempts to stand up, he collapsed and stopped breathing. I

used the CPR training I had recertified while at Aflac. By the

second set of breaths he inhaled and resumed consciousness.

An ambulance arrived to take PK to the Medical Center in Co-

lumbus. The doctors realized that he needed more advanced

care, so they life-flighted him to the JMS Burn Center at Doc-

tors Hospital in Augusta, Ga.

“While in the emergency room I called my boss, Audrey

Boone Tillman. Her prayer with me on the phone calmed my

troubled soul. She told me not to worry about work and to fo-

cus on PK. It was just what I needed to hear.

On the drive to Augusta, I got a phone call from Dan Amos,

our CEO. He told me that he had heard about what happened

and asked me how PK was doing. He treated me like I was his

own. I will never forget that conversation. His attitude and

confidence was contagious and it made me confident. Dan is

a great leader, because he cares deeply about his employees.

“Entering Doctors Hospital was the beginning of a two and a

half month experience in the hospital, most of it spent in the

Burn ICU. While the burns he sustained were only on four

percent of his body, they were deep and life threatening.

“His mother stayed by his bedside the entire time he was in

the hospital, while I eventually returned to Columbus to work

and to take care of our other children. The Aflac Strategic

Sourcing and Procurement team, which I have the privilege

to lead, was so gracious to me and my family while in the hos-

pital. They bought food for us and sent so many cards, and

gifts and goodies.

“While in the hospital, we started to receive the hospital bills.

They were mind-blowingly enormous. Shortly after the ac-

cident, I received a call from Chris Garrison, Claims, to help

me file my Aflac accident claim. Chris and his team moved

quickly to help get us our Aflac benefits. They proved critical

to help sustain the additional cost of keeping my wife on-site

at the hospital. Thank heavens we had friends in Augusta

that opened their home to us.

“We also received advice and guidance from other areas of

Aflac that helped lighten our concerns over the bills that were

pouring in. Having the financial bills covered by the major

medical insurance made available to me by Aflac, combined

with my Aflac Accident insurance policy, was critical to eas-

ing my stress and helping me focus on my son and family. No

insurance is complete without Aflac.

“PK is a senior at Harris County High School, a Senior Class

Officer, and a member of the Cross Country, Soccer and Math

teams. He is quite social and was voted to be the 2013-14

Homecoming King before the accident. He is a friend to ev-

eryone and the peacemaker in our family. With three credits

left to complete in order to graduate high school, PK worked

with his AP Chemistry teacher and AP Calculus teacher to

Skype into class when he was not in surgery or in the hyper-

baric chamber.

“Our family is richly blessed because of the many prayers,

words of encouragement and caring acts from all of our Aflac

family. During this EAW, I am especially grateful for my Aflac

leaders and co-workers. They have been an indispensable

part of my life this year. My family and I could not have made

it through this trial without their support, comfort and en-

couragement.”

Employee Matters 7

During May’s Employee Appreciation Week, Columbus and Omaha employees experienced

an outpouring of appreciation for their hard work, dedication and customer service. But

not only does Aflac appreciate its employees – employees appreciate Aflac.

During EAW, Aflac employees expressed how valuable Aflac insurance policies are

to them and their families. One such story was shared by Japen Hollist, second vice

president, Strategic Sourcing and Procurement.

Appreciation is a two-way street

In May, PK Hollist accepts Page One Award for math.


The 2014 Aflac State of the Company meeting was

held in late February at the RiverCenter for the

Performing Arts in Columbus, with leadership from

all locations participating live or through the Web.

Here are some highlights from the meeting.

2013 WAS A SOLID YEAR FOR OUR COMPANY.

Aflac Incorporated performed consistently on expec-

tations finishing 2013 with total operating revenues

of $27.2 billion, which is an increase of 5.7 percent.

Aflac has a long record of achieving our stated objective

for increases in operating earnings per share, increas-

ing about 55 percent since 2008. Aflac has been able

to withstand the financial crisis and strengthen our

capital base by generating solid increases in operating

earnings throughout this difficult period, noted Kriss

Cloninger, Aflac Incorporated president, treasurer and

CFO. He attributed this achievement to the strong and

consistent performance of employees over the last

several years.

STATE of the COMPANY MEETING by Susan Goodsell

“I am counting on each of you,

and the teams you lead,

to help drive home the need

for our products to

businesses, and ultimately,

their employees.”Dan Amos

Aflac Incorporated chairman and CEO

Employee Matters 9

HAVING A STRONG BRAND IS MORE IMPORTANT THAN EVER.

Consumers now have more options

and less time to think about which

products they should choose. So, when

in doubt, they go to the brand they

know best – the market leader. For in-

stance, they don’t ask for a carbonated

beverage, they ask for a Coke. If they

need a tissue, they ask for Kleenex.

When referring to a tablet, they say

iPad. When it comes to supplemental

insurance, Aflac is the market leader.

As companies realize that traditional

health care plans are leaving gaps in

coverage, we are experiencing more

competition in our market. We need

to make sure that when the time comes

to select an insurer, consumers will ask

for Aflac. That’s why every employ-

ee must protect the Aflac brand – be a

brand ambassador, answer the phone

when it rings, deliver what you say. Em-

body the Aflac Way. Happy customers

mean a happy brand, noted Aflac Chair-

man and CEO Dan Amos.

THE STRATEGIC PILLARS WILL GET US TO OUR GOALS.

Our goal by 2016 is to be the No. 1 multi-

channel distributor of supplemental

products to employees, enabling Aflac

to ‘own the worksite’ while enjoying

industry leading growth and profitabili-

ty, noted Ken Janke, Aflac U.S. president

and deputy CFO of Aflac Incorporat-

ed. Success will be achieved using four

strategic pillars: Improve and expand

our distribution, focus on our product in-

novation, own our customer experience

and strengthen our low cost model.

There are several initiatives now in

progress to help us reach our goals,

including the modernization of enroll-

ment to process business more effec-

tively. Employees will hear a lot more

about this initiative, now called Accel-

erating Change Together or ACT, in the

coming months.

HEALTH CARE REFORM SUPPORTS OUR STRATEGY.

“With change comes opportunity, and

health care reform provides opportu-

nities for Aflac,” said Ken Janke, Aflac

U.S. president and deputy CFO of Aflac

Incorporated.

The implementation of the Afford-

able Care Act has opened new doors

for Aflac and new opportunities to ex-

pand our distribution. Aflac products

are being presented on more than

80 benefits administration platforms,

sometimes referred to as exchanges,

with various brokers. Our exchange,

Everwell, is being tested in three states

now, noted Michael Zuna, executive

vice president and chief marketing officer.

KEEP BRINGING INNOVATIVE IDEAS FORWARD.

Innovation may come in the form of

a big initiative such as distribution

through the exchanges. It can also be

inspired by just one person who can

make a huge impact on our organi-

zation. Thank You Thursdays were

instituted in the Customer Assurance

Organization after an employee re-

ceived a hand-written thank you note

from a customer service representative

at Zappos. Aflac adopted this bright

idea and made it our own, reaching

out to customers on a more personal

level. Fresh ideas, inspiration and in-

novation will yield amazing results,

noted Audrey Boone Tillman, EVP

and General Counsel.

“Aflac was created by, and continues to

be led by, people who care for people,

whether one another, our shareholders

or, especially, our customers.” Audrey Boone TillmanEVP and General Counsel

Left page: Dan Amos; Ken Janke; Kriss Cloninger. Below: Audrey Boone Tillman.


You’ve probably seen them: co-workers swapping their business casual attire for workout

clothes on their lunch hours; others sipping mysterious fruit- and vegetable-based

concoctions; some arriving at work after swimming laps. There’s no ignoring the fact –

Aflac’s on-board with the global movement to get up, get moving and get healthy.

Look around:Aflac’s employees are getting fit,

but how are they doing it?by Alicia Clampett

Many employees are taking the steps to get in shape or stay in shape. While neither of these tasks is easy, Aflac employees

took the time recently to share how they do it – and how you can too!

“I make it my goal to ‘sweat’ four times

a week.”Chandler Rohwedder

Legal

Always consult with your physician before beginning any new health or fitness

program.

MotivationThe hardest part about starting a new routine or habit can

be just that – starting. Getting motivated may be the hardest

part of living a healthier life, but if you set your sights on

accomplishing your goals it can be done. Blair Morris, Premi-

um Collection and Billing, says the key to being motivated

to achieve any fitness or weight loss goal is summed up in

one word: determination. Employees who set their minds to

it can accomplish more health-related goals than those who

are not motivated by the right attitude. Michaela Coleson, PS

Support, and Barbara Hodges, Operations Risk Management,

take advantage of the recently opened Columbus Aquatic

Center as a way to ease into a less strenuous workout routine.

Being able to check off the steps needed before beginning a

fitness plan can be motivating and energizing. Be sure to:

1 Consult your doctor. Before beginning any new exercise or dietary regimen, check with your doctor to make sure you have no limitations.

2 Gather a support system. When making this change in your life, it is important to have those people in your corner who will motivate and support you.

3 Set your goal. Your goal should be realistic in relation to your starting point and measurable so that you can see your progress.

4 Get started. There is no right or wrong way to stay active. Find what works for you and don’t quit.

AccountabilityOnce you are motivated to start your new fitness life, you

may struggle with accountability. Brian Abeyta, Center of

Excellence, says he keeps a logbook of his workouts to help

keep him accountable and on target with his weekly, month-

ly and yearly goals. For other employees, it may be harder to

stay accountable. Lisa Cupp, Facility Planning, says she has a

walking partner, because it is harder to let her partner down

than it is to make excuses not to walk. With busy schedules

at work and a multitude of things that could be going on in

your home life, having someone else to hold you accountable

may be just what you need.

1 Track your progress. When you document something, it helps keep you accountable – to yourself or to your team. Going green? There are a multitude of apps available to help you log your progress electronically.

Employee Matters 11

“My goal is to GO to the gym! I don’t stress about

what I am going to do when I get there, just going is

the goal.”William Morgan

Sponsorships

“I’ve had success recently counting calories using one of many apps

available online. You may be surprised how many calories

you’re really eating in seemingly innocent snacks and portions.”

Tony Henderson Compliance

“My experience has taught me that regular exercise is important, but a

good diet is more important.”

“The biggest part of staying fit is a healthy diet. Minimizing

processed foods and artificial sugars is very important.”

Robert Jachim Field Compensation

“I work out from 5-7 a.m. before I come to work. And I work out during my lunch.”

Karyn Jordan Marketing Print Communications

“Get your body to where you are happy, and then simply maintain by keeping track

of your calories and exercise.”

Thomas Markham Business Tech Solutions

Julie Watson, New Business, takes a dance fitness

class and has encouraged other co-workers to

join her.

“I work out 3-4 times a week and never try to do the same thing two

days in a row.”Kari Finley

Regulatory Compliance

“I make it my goal to ‘sweat’ four times

a week.”Chandler Rohwedder

Legal

“The way I stay fit is by doing CrossFit 3-4

times a week.”Yaira Orellana

Customer Service Center

Randy Hall Enrollment Solutions Development


2 Get a personal trainer. Knowing that you have someone meeting you that you are paying for will most likely boost your motivation and keep you accountable.

3 Work out with a friend. Not only will this help to hold you accountable, but it will also build a motivational support system.

4 Create rules to govern your regimen. Whether you go to the gym three days a week or pack your lunch every day, create what works for you and stick to it.

PerseveranceTo make your new fitness and health goals routine, you must

be able to persevere. Becky Walraven, Business Tech Solutions,

ran her first 5K last July. She said at first she had to do a com-

bination of walking and running but, after a while, she was

able to run the entire 3.1 miles. Jennifer Bush, Field Compen-

sation, is a mother of five and still finds the time to fit in her

workouts.

1 Don’t kick yourself. If you a miss a workout, don’t mope about it. Instead, get back on track or try to add extra steps to make up for what you missed.

2 Don’t give up. Just because you missed some workouts or you binge eat, you can still work toward your initial goal.

3 Forming habits take time. As you continue to work toward your fitness goals, you will see habits form that will help you persevere even when you skip a workout or have a cheat day.

AdventurousEven if you have the motivation and perseverance, some-

times a repetitive workout routine gets boring. Don’t be afraid

to mix it up a bit by including some adventurous activities.

Breon Melson, Product Development, mixes up his fitness

routine with sports, running, and weight training. Jennifer

Eubanks, Aflac Group Marketing, realized that she is a very

competitive person and recently took up fencing.

1 Try something new. Although it may be scary at first, don’t limit yourself to the possibility of new adventures just because you’ve never tried it.

2 Join a team. Aflac offers many opportunities for head-quarter employees to join various sport teams. Look in your intranet community to see what team sports may be available.

3 Rotate your fitness routine. Just as the seasons change, your workout routine should too. Find things to do outside in the warmer months and inside during the bitter cold.

HealthyLiving a healthy lifestyle should be your overall goal. Whether

you are in the gym every day or just adding extra steps in your

busy life, reaching your health goals are important. Paola

Machado, National Sales Recruiting, includes eating healthy

as a huge part of her fitness techniques. She says the bet-

ter you eat, the better your performance will be. Cheryl Zin-

nershine, New Accounts, has lost 14 percent body fat since

January 2013. She learned from her trainer that first, you

need to believe you can do it, whatever your “it” is, and

second, you can’t out-exercise a poor diet.

1 Stay hydrated. Staying hydrated helps with your alertness, controlling appetite, and improving activity and sport per-formance.

2 Watch what you eat. Phillip White, Distribution, lives by this quote “We are what we eat, so don’t be cheap, fast, fake or easy.”

3 Incorporate cheat days. Although getting healthy is your goal, don’t deprive yourself of treats occasionally, but in moderation.

If you are looking for a way to turn your fitness life around,

the resources may be closer than you think.

VISIT THE EMPLOYEE INTRANET > Employee Services > Health and Wellness or Sports pages to find out about fitness and team sport opportunities at Aflac.

Peggy Mark, IT, combines her fitness regimen of

swimming, running, yoga with eating a

balanced diet.

Diana Carter, NBS-Conversions, says raking leaves, digging holes and trenches, cutting limbs, making garden beds, moving clay and gravel and other yard activities really

get her in shape.

“[When] it’s cold outside and I don’t want to get outside or in the garage on the elliptical,

I do inside exercises.”Sonja Lewis

Group Enrollment

Employee Matters 13

The Aflac IT Division has held various fundraisers to purchase

IT equipment from the Aflac Cancer Center and Blood Dis-

orders Center of Children’s Healthcare of Atlanta’s “wish list.”

After raising the needed funds and purchasing the items, a

small group of employees representing the IT Division recently

traveled to Atlanta to donate items to be used by Aflac Cancer

Center patients and staff, specifically, by child-life specialists

and the music therapy program to teach children about their

illness and to provide distraction during difficult procedures.

They donated iPads, iPad covers, video game systems and

games, wireless microphones and USB drives.

Beth Collier, the Aflac Cancer Center music therapist, met

with the Aflac team to demonstrate how these invaluable

gifts help patients cope with their illness through musical

expression. Beth shared a musical number created by Aflac

Cancer Center patient, Natasha, who had used the tools to

create a song, which she sang, to send to her family members

to show she is doing well.

The Aflac Cancer Center deeply appreciates the Aflac IT

Division for their donations and support!

AFLAC CANCER CENTERIT makes wishes come true

Standing from left: Daniel Cimmerer; Robert Cook; Tyler Bennett; Melanie Haught; Tavanesha Shepard; Jo Anne Hill; Jennifer Potter. Kneeling: Lisa Williams; Kathy Houston; Debra Clark. Behind sign: Tracy Lips.

“cloud”is a general reference to information or services that are not local (i.e., on your workstation) but are

hosted in the Internet. It’s also known as cloud computing or cloud hosting. The term comes from icons or images

of clouds being used in flowcharts or diagrams to represent networks or the Internet. Services like Google

Docs, Dropbox or Microsoft’s OneDrive are examples of cloud hosting. Source: Jim Cook, Web services consultant, Digital Marketing

def • i • ni • tion

In May, Aflac released its fourth annual Aflac WorkForces Report, an annual employee benefits study that examines the issues affecting benefits in the workplace.

Aflac’s Communications, Content Marketing and Marketing Insights teams partnered with Research Now, a global online sampling and online data collection company, to survey 5,209 American workers

and 1,856 business decision-makers, identifying their attitudes, opinions and understanding of employee benefits and related mat-ters. Findings from the 2014 AWR show the impact health care reform is having in the workplace, the growing importance of voluntary ben-efits to workers, as well as the relationship between good benefits and business success and profitability.

THE STUDY FINDINGS ARE AVAILABLE AT AFLACWORKFORCESREPORT.COM in a variety of formats (brochures, fact sheets, articles, infographics, presentations, etc.) to help business decision-makers understand why they should offer voluntary insurance benefits to their employees.

You may have heard the expression, “Data wins the argument.” Aflac insurance agents now have a new set of data to help them sell voluntary insurance to prospective accounts.

FOURTH ANNUAL AFLAC WORKFORCES REPORT RELEASED


FORMULAFOR SUCCESS

by Michael Porter

THE CUSTOMER SERVICE CENTER’S

Employee Matters 15

“I don’t have time to wait!”, “My wife was just

diagnosed with cancer, and I need help.”, “Can

someone please tell me why my business is pend-

ed?”, “I want to talk to a supervisor!” and “What

do you mean my policy was canceled?”

Customer service representatives hear these

phrases — and many more — every day in

Aflac’s busy Customer Service Center. The

callers’ emotions can range from one extreme

to the other on any phone call, and the calls

often come back-to-back. So how does anyone

come to work each day ready to face what

most would consider a challenging, if not cha-

otic, environment? A customer may be excited,

scared, sad or upset depending on the life- or

service-events they have experienced. There

are stringent guidelines for staffing the phone

the majority of the day, fielding phone call after

phone call. That can’t be enjoyable, right? Is it

possible to like doing that?

I was intrigued. What I expected and what I

saw and heard did not match. I had to know

more, so I set out to discover the formula for

successfully owning the customer experience.

What I discovered about the CSC — and Aflac —

was something pretty special.

The first ingredient for success:

SELFLESS LEADERSHIP

According to CSC employees, leadership goes

out of its way to meet their needs. It starts at

the top with Jason Goodroe, second vice

president. “Jason rocks! He doesn’t have a selfish

bone in his body. He is always asking how

he can help you. That type of environment

fosters the ability to know you make a differ-

ence every day,” says

Mildred Dozier.

This “take care of

others” attitude is

not just seen in Jason.

He has nurtured the “We

Are One” focus within his

leadership team as well.

“Jason is a leader that

supports the vision and

team … and if I’m putting

in the time, I know that

he is also. If he’s running,

I’m running,” says Felicia Weaver.

To the CSC leadership, supporting their teams

is not business, it’s personal. “I’ve gone to and

enjoyed countless team members’ children’s

baseball games, basketball games and dance

recitals! I celebrate

with them 100

percent. If I hear that

their child has won

an award, I make sure

to recognize them

for that,” says Renay

Jones.

Aflac Chairman and CEO, Dan Amos

often says, “If you take care of the em-

ployees, they’ll take care of the business.”

“That motto is alive

and well in the CSC,”

says LaSada Owens III.

From personal deliv-

ery of something to eat

or drink when they

need it, programs such as Thank You Thurs-

days, Music Fridays and so much more, the CSC

leadership team goes out of its way to accom-

modate. Grisela Manning reflects that empathy

when she says, “My team members are not my

employees; they’re my business partners.”

Left page: Customer Service Center. This page: Mildred Dozier, Felicia Weaver, Renay Jones and LaSada Owens III.

Above: Grise

Above: Grisela Manning, Deborah Castle, Aimee Houston and Damaris Rhodes.


Well, what

about special-

ists’ time on the

phones? How

can you truly

make an impact

in their lives

when their

off-the-phone time is at a premium —

and rare— the majority of the time?

“We have to be creative, because that’s

the world we live in,” says DeAnne

Martin. To keep everyone engaged,

motivated and

appreciated, the

normal work

schedule allows

little time to

get to know

one another.

“Teams will get

together after work because the work

environment doesn’t leave much room

for socializing. That’s how much they

care about each other,” says Deborah

Castle.

The second ingredient for success:

EMPOWERED EMPLOYEES

Because numbers are readily avail-

able in a call center environment, it is

easy to allow performance metrics to

become the driving force. “If metrics

are all you talk about, that’s all that

matters in the eyes of your team,” says

Jason. While performance measures

are relevant, especially in support of

our Low Cost Business Model pillar, he

and his leadership team determined

that metrics alone were not going to

ensure that our customers were get-

ting a world-class experience while

meeting their needs.

“Our mindset is now First-Call Reso-

lution. Beyond every metric, our goal

is to meet the needs of the customer,”

says Aimee Houston.

By man-

aging

with this

approach,

specialists

are given

the freedom to take the call from

strictly business to a more personal

one. “With every customer I make

a connection. I put myself in their

shoes and assist them from there,”

says Damaris Rhodes.

Every customer advocate in the CSC

has an opportunity most of us never

will: to

experience

firsthand

the impact

of the

promises

our products make each and every day.

“If you want to have a direct affect in

the world, don’t overlook this career.

This job directly impacts lives,” says

T.J. Abner. “We make miracles happen

every day,” agrees Deborah.

Sure, they have thousands of calls

coming in every day with the obligation

to meet each customer’s needs, all

while having limited time to interact

with one another, much less those

outside their department.

Would they have it any other way?

Never. Each team member knows they

have the unique privilege to deliver on

a promise that has been made since 1955.

Each and every phone call means

someone on the other line is looking

for help on an issue that has impacted

their life. It’s with great pride and

satisfaction that they do all they can

to bring resolution and completion to

each customer.

After all, it’s not business, it’s personal.

And, since we are family, doesn’t that

just make sense?

Aflac CSRs will field a projected 7 million phone calls in 2014Here’s how they MAP the way to success

MUSIC! Music Fridays create a fun, laid-back work environment in the CSC, perfect for easing employees into the approaching weekend. The music is used as a way to promote a positive atmo-sphere because that smile can be heard by the customers. It ranges from 80s rock to old-school rap and current hits to Latin dance music. Every Friday, the CSC turns up the volume and lets the music flow!

APPRECIATION! Thank You Thursdays were born from an Aflac’s employee’s idea after his great experience with an online shopping giant. Aflac team members now reach out to customers who may be facing unique life events — birthdays, anniversaries, births, deaths, etc. — by sending them a personal, handwritten note. These heart-felt notes convey the sincere message that we consider them worthy of our respect and appreciation, and that we truly care about their life experiences.

POPCORN! The Popcorn Bar is another example of rewarding the hard work that goes into attaining departmental goals. With the Popcorn Bar, employees can choose from different flavors of popcorn, and even garnish it with a variety of toppings such as chocolate sauce, caramel sauce, hot sauce and various flavored seasonings. It’s available during historically high-volume days.

Employee Matters 17

Introducing a small change in coverage that can pro-

vide big protection to Aflac policyholders. In the fluctu-

ating landscape of Health Care Reform, we’ve developed

our new Aflac Plus Rider to help policyholders guard

against rising out-of-pocket costs not covered by major

medical plans.

The Aflac Plus Rider is a way for individuals to boost their

coverage on qualifying new or existing Aflac accident,

hospital, short-term disability and some cancer policies. It

will begin rolling out across the country this June, arming

policyholders with a tool that ramps up protection from

costs associated with serious conditions such as heart attacks,

strokes, Type 1 diabetes, Advanced Alzheimer’s Disease and

Advanced Parkinson’s Disease.

Availability for the guaranteed-issue rider

varies in accordance with specific state

Department of Insurance guidelines, and

agents are advised to refer to their state’s

Administrative Guidelines to see which

plans qualify for the rider.

FIND OUT MORE ABOUT THE AFLAC PLUS RIDER and what it can do for our customers by taking Corporate Learning course AP0120 / Aflac Plus Rider.

AFLAC PLUS RIDER New rider boosts customers’ protection during health care reform — and beyond

Serving the Aflac family since February 1964, the Aflac Federal Credit Union is well equipped to provide a variety of financial needs to its members.

Regardless of where you are physically located, AFCU services are available to everyone in the Aflac family, including its subsidiaries, employees and those under contract to sell Aflac products. A full spectrum of consumer loans is offered to all members, and up to 100 percent financing for new and used vehicles is available for qualified applicants. Unsecured loans and credit lines are also available at the AFCU.

If you are wondering about Christmas Club, this short-term savings account makes the most of your money and results in automatic payment to participants each October. For many, these accounts help prevent a pile of credit card debt in January.

Deductions for deposits and loan payments to the credit union may be made directly through Aflac payroll. Additional deposits or payments can be made to the AFCU at any time.

The credit union’s website provides the opportunity to monitor your accounts online at your convenience. Members also have access to a variety of financial tools to assist in the management of their financial planning and decision-making. The credit union is constantly adding new information to the site to add value for all customers.

There are multiple ways to reach the credit union:

• Aflacfcu.net• 1-800-4AFLACU (1-800-423-5228)• 706-596-3239• 706-596-3479• Fax: 706-323-6046

TO OPEN YOUR ACCOUNT WITH THE AFLAC FEDERAL CREDIT UNION, stop by 1104 Lockwood Ave., Columbus, Ga, or email Pam Dearden at [email protected].

The Aflac Federal Credit Union: SERVING AFLAC FOR 50 YEARS


Aflac Bright Ideas:Have you used ABI lately? It’s simplified and amplifiedby Alicia Clampett

The Aflac Bright Ideas corporate

program has experienced a recent re-

vamp to align with the Strengthen Our

Low Cost Model strategic pillar. The

intent of this initiative is to motivate

all employees to generate innovative

ideas and solutions that will make a

positive difference in the workplace.

Ultimately, the program empowers

employees to make needed changes to

work processes and recognizes em-

ployees for their improvement ideas.

Since the program’s inception in 2002,

implemented ABIs have saved Aflac

more than $3.6 million. The improved

site enables employees to more easi-

ly submit ideas that can improve the

quality of customer service and effi-

ciency, while increasing Aflac’s cor-

porate position, reducing costs and

rework volume, as well as increase

employee morale.

“We felt it was time to look at the pro-

gram to identify components of the

system and processes that could be

improved,” said Jennifer Chambers,

HR Program Coordinator. “We want

employees to help strengthen our low

cost model by submitting ideas that

could potentially save the company

money and reduce our costs.”

To improve efficiency and convenience,

Aflac Bright Ideas, The Aflac Way

Recognition and the Aflac Tenure

Program are now housed on one

platform with the same vendor, Tharp-

eRobbins. By having everything in one

location, employees no longer have to

toggle back and forth between programs.

Employees can earn points for approved

ideas, which will be added to their

current bank total. Points from both

Aflac Bright Ideas and The Aflac Way

Recognition Program will now go into

the same bank, giving employees the

potential to earn from both programs,

enabling them to redeem for more prizes.

These changes have improved Aflac

Bright Ideas by allowing employees

the ability to view and edit existing

ideas. Employees can also attach any

supporting documentation that they

may have referencing their idea. Instead

of the former lengthy process to re-

ceive credit when an employee’s idea

was approved, the new system will

automatically load 2,000 points in the

employee’s account as soon as the idea

is approved.

FIND OUT MORE at Submit a Bright

Idea on the employee intranet.

3.6 MILSince the program’s inception in 2002, implemented ABIs have saved Aflac more than $3.6 million.

$

Employee Matters 19

“Today my son is being

heavily recruited by the

likes of Harvard and

Columbia University.

I attribute much of

this to the excellent

care received as a

result of my policy

benefits.”

As a policyholder, I cannot be more pleased with the

outstanding level of service and benefits received with my

Aflac accident insurance policy.

My teenage son is a dual athlete. He spends a great deal

of time participating in sports. He has experienced several

potentially devastating injuries over the last few years. My

Aflac benefits have helped allow him to receive the best

medical care including surgery, post-operative treatment and

most importantly, rehabilitation services.

I am certain that without the help from my Aflac benefits

this would not be possible.

Today my son is being heavily recruited by the likes of Harvard

and Columbia University. I attribute much of this to the

excellent care received as a result of my policy benefits.

In addition, my Aflac insurance agent Mary Ellen Esposito

makes the claims submission process virtually effortless. She

is always pleasant, helpful and quick to follow-up.

For all of the reasons expressed above, I continue to recommend

applying for Aflac policies to friends and family.

Submitted with sincere regards,

Sharon Roane

The most successful defensive sports strategies usually call for team backup.

This North Carolina family has learned to appreciate that kind of protection

from an Aflac accident insurance policy as their son navigates the bumps and

bruises of high school athletics.

Above: Photos of Roane family celebrations.


No. 1IMPROVE & EXPAND OUR DISTRIBUTION

Field Compensation Initiative: This initiative’s focus

was to ensure Aflac bonus and contest program designs had

field force input, are easy to understand and rewards the right

sales behaviors. Sales Compensation partnered with the field

force compensation committee to design and implement sim-

plified bonus plans and targeted contest programs for 2014. In

addition, agents are now able to access an accompanying re-

porting process to track their progress. The Small Market Re-

newal Incentive program, which provides additional renewal

commission, has been launched to encourage Aflac’s career

field force to focus their sales efforts on individual products in

the small-business market (fewer than 100 employees).

ABS Broker Initiative: Aflac Benefits Solutions is a sales

organization of Aflac Group focused on selling Aflac products

via a sales team serving a defined list of brokers that cater

to large worksite employers. The purpose of this initiative

is to gain additional market share in the top 50 brokerage

channel.

Aflac Private Exchange (Everwell) Initiative: Everwell

enables agents to sell Aflac products in conjunction with

major medical and other benefits like vision, dental and life.

This platform will provide a simplified and self-contained

benefits administration process to accounts with fewer than

100 lives. Everwell completed its soft launch in three states

(Ga., Texas and Ill.) in April. We are evaluating soft launch

results for a potentially broader rollout.

Asset Management Initiative: To help state operations

manage their book of business we encourage each state to

hire a State Asset Manager or dedicate a state resource to

manage their accounts and strategies. As of March 5, there

were 40 State Asset Managers in place to help support their

states in account management.

Sales Academy: Sales Academy’s focus is to become the

industry leader and trusted source for information, educa-

tion and training as it relates to distributing voluntary ben-

efits. To accomplish this, a phased approach is planned. The

first phase focused on infrastructure in 2013, with course

refreshes, new material and peer-to-peer modeling rolling

out in 2014. Phase two will begin in late 2014 into 2015 to

address quality control and efficiency by adding leadership

development, virtual learning, certifications and develop-

ment scoring. Phase three, beginning mid-2015, is a launch

of the holistic competitive, recognition and praise program

for our trainers and instructors.

Affinity Partnerships: One opportunity is a strategic part-

nership with a leading financial services group to give us

access to potential policyholders who are outside our core

channel distribution. In early summer, it will offer an Aflac

product to select members through a call center approach.

US OPERATIONS STRATEGIC PILLARS

Employee Matters 21

US OPERATIONS STRATEGIC PILLARSNo. 2FOCUS ON OUR PRODUCT INNOVATION

Product Initiative: Enhancing key product management

functions to improve our competitive intelligence, capitalize

on product opportunities based on field feedback, improve

product development processes and launch new products in

response to healthcare reform is a priority. In fourth quarter

2013, we launched Individual Aflac Life Solutions (Guarantee

Issue Life Product) and initial sales indications are positive.

Product Vision Teams, designed to capture and capitalize on

product and process opportunities through Field Force and

Core Broker feedback were created. Competitive Intelligence

data and processes have been improved to provide competi-

tor profiles for senior leaders and offer updated and expanded

weekly Competitive Intelligence newsletters to key leaders.

No. 3OWN OUR CUSTOMER EXPERIENCE

Group Servicing Initiative: A service strategy is under-

way to improve the customers’ experience. Some examples

of the efforts include enhancing our service model to ensure

the first bill is correct, improving the speed and accuracy of in-

voice changes and providing additional tools to our producers.

Aflac Group is also looking to streamline the productivity and

quality around the generation of correspondence for various

customer groups.

Retention: The Corporate Retention initiative is focused

on retaining accounts and policyholders through new or

enhanced processes. Account Activation on Demand, a

sub-component of this initiative, is designed to improve pay-

roll account onboarding, which includes an overview of Busi-

ness Services, identifying the ideal billing frequency for the

account and discussing administrative responsibilities. This

activation process is for accounts with fewer than 500 em-

ployees and provides our field force, along with an authoriz-

ing officer from the account, the means for immediate setup.

This process began with the Southeast Territory in February,

and will reach nationwide practice by July. Improvements al-

ready seen from the activation process are fewer setup errors

and fewer support calls to the Customer Service Center.

No. 4STRENGTHEN OUR LOW COST MODEL

Low Cost Model: Having a low cost model is about being

good stewards of the company’s resources. It is important that

we set realistic budgets and provide accurate forecasts that fit

within plan objectives. This low cost model also helps us look

for efficiencies and find cost savings. So far this year, we have

been able to successfully find savings that help us to stay with-

in plan targets.


John Amos, Elvis and meby Frank M. Macon

As we approach Aflac’s 60-year anniversary, it’s natural to reflect on that moment of clarity when you

realized that Aflac was a solid career — and life — choice. Read how one man’s encounter with an

Aflac founder years ago led to a new, fulfilling career at Aflac.

Employee Matters 23

Imagine my surprise when John Amos asked me that ques-

tion in the fall of 1981. He and his lovely wife were visiting

the church I served. I was a young minister, just recently

graduated from seminary, and we were having a Fall Cel-

ebration (what is commonly called Halloween) and the kids

in the church were all dressed in their cute costumes. I will

never forget all of the Jimmy Carter masks! I was dressed

as Elvis and my daughter Carla, who was two at the time,

was dressed as a little teddy bear. Mrs. Amos fell in love

with her and somewhere I have a marvelous picture of our

teddy bear cuddling in her lap! Anyway, we invited all the

families in the neighborhood to bring their children to the

church where we would have a little religious program and

dole out all the candy they could carry; primarily because

the Amoses, in their generosity, brought about twenty bags.

Well, after the kids got their goodies and went to the play-

ground, the grown-ups went into the sanctuary for a brief

service where “Elvis” spoke for 15 minutes on the topic “Our

Blessed Assurance.” I’ll never forget the conversation that

followed. Mr. Amos pulled me aside and asked that dynam-

ic question, “What’s the difference between insurance and

assurance?” It occurred to me that the wonderful company

that he and his family had established was called AFLAC;

American Family Life ASSURANCE Company – not Insur-

ance! Of course, he knew the answer to his question, but he

was taking the time and making the effort to help me know

the difference. So there I stood in my Elvis garb, praying for

some “sweet inspiration” … feeling like I wasn’t “nothing but

a hound dog, crying all the time!”

Finally, after giving it some serious thought, I spoke of my

faith. “Mr. Amos, my assurance is a natural by-product of

my faith in a Person. My assurance is my faith in the Lord.

All the life insurance in the world can’t measure up to one

moment of Blessed Assurance!”

After a few seconds, Mr. Amos beamed. I remember that his

eyes lit up like diamonds. A joyful expression came over his

face. “Rev., I totally agree with you! People don’t need just in-

surance. Ultimately, they need assurance. They need some-

one to tell them that they are going to be fine — that their life

has meaning and purpose. An insurance policy can’t do that;

it takes a person to tell them, and to show them! There must

be hundreds of insurance companies, but there is only ONE

assurance company.” I looked at John Amos and knew that

I was looking at a man who was totally “assured.” I thanked

him and extended my hand. He took my hand, pulled me

forward and hugged me and said, “You should work for me!”

Well, here I am, working for Mr. Amos 31 years later. If he

was here, I’d tell him how right he was. I’d tell him how won-

derful Aflac is because of the people who work here. Aflac

is a large, multinational, award-winning company with bil-

lions of dollars in assets because, like the founders of the

Company, it cares for its people, invests in them and believes

in them. All of the good people of Aflac provide something

that no insurance company can: assurance. Wonderful,

sweet, abiding assurance. May it always be like that.

Oh, just before Mr. and Mrs. Amos left, I made a suggestion

relative to the company name. I suggested American Family

Blessed Life Assurance Company – AFBLAC!

Wisely, Mr. Amos said, “No thanks, Elvis!”

“So tell me, reverend ... what is the difference between insurance and assurance?”

DO YOU HAVE YOUR OWN STORY? Scan the QR code to the right to possibly share it in these pages or other media or email [email protected].

Left: Frank M. Macon on the job.

COL UMBUS

Cleo Anderson Account Relations

Carmen Baker Customer Service Center

Rick Beatty Customer Service Center

Christina BeaudinPolicy Service


Kerstin VanZanten Aflac Benefit Solutions

James YoungAflac Benefit Solutions

Zsaneal BensonTriage Unit

New Faces

Richard CasselmanClaims

Shonda Cummings Customer Service

Jennifer Frederick Claims

Laquana Hill-Hazan Customer Service

Shree Isreal LAS

Robin Johnson Claims

Tori Lenix Client Relations

Jonathan Mahaffey Client Relations

SeTeria Massey Triage Unit

Robert Melling Customer Service

Jessica Oates Claims

Ligia Rios-Rosas Customer Service

Sherry Williams Claims

Jennifer Winford Agent Services

ATLANTACOLUMBIA

Employee Matters 25

Frank ButlerSupport Services

Harchell ByersCustomer Service Center

Marshae CapersCustomer Service Center

Kimberly CofieldCustomer Service Center

Falana CooperCustomer Service Center

Say “hello” to some of Aflac’s newest employees.

Veronica DanielPolicy Service

Jennifer DellingerClaims

Shayna DenceClaims

Salvador Diaz-Verson IIITerritory Sales

Jordan DoepkeCore Broker Services

Ezekiel DuarteClaims

Wesley EugeneIT

Elizabeth EvansClaims

Kristen FraserComm. and Content

Marketing

Eva GanttInternal Audit

Kendra GeeslinClaims

Tillman GibbsCustomer Service Center

Miriel GoldenCustomer Service Center

Tony GraceCustomer Service Center

Catherine HoganCustomer Service Center

Sharra JacksonClaims

Kynley BreauxSoutheast Territory

Carmen Buckner IINew Business

Kymia BushNew Business

Kim Bessant Claims

Alicia DixonAccounts Payable

Jamishia JonesCustomer Service Center

Elisabeth KozeeContent Development

Eric LinsonAccount Relations

Meredith LockhartCustomer Service Center

COMMUNICORP


Tim AllenCustomer Service Center

Krista BlankenshipCustomer Service Center

Kirsten DimonCustomer Service Center

Denise FisherCustomer Service Center

Nancy GillilandCustomer Service Center

Johnese GrahamCustomer Service Center

Hollie HansonCorporate Products

Keller LongPrint Production

OMAHA

Amber IndaCustomer Service Center

Gerald JohnsonCustomer Service Center

Pamela LunbeckCustomer Service Center

Valerie McDougle- Gaba


Randall MimickCustomer Service Center

Amanda RutherfordCustomer Service Center

Kristin ShupeCustomer Service Center

LaDeasha WatsonCustomer Service Center

Erin Whitcomb- McGruder


Slade NicolayMarketing Services

Eddie Beach Columbus Corporate

Products

Employee Matters 27

CONGRATULATIONS TO

Karen Alexander, who was promoted from claims specialist I, Claims, to claims research analyst, Research and Resolution.

Monica Anderson, who was promoted from customer service specialist II to customer service specialist IV, Customer Service Center.

Asha Arnold, who was promoted from customer service specialist II to customer service specialist IV, Customer Service Center.

Brenda Bannister, who was promoted from supervisor, Contest Administration, to manager, Sales Proposals.

Clarissa Barron, who was promoted from field force operations coordinator, IT, to field core broker product strategy consultant, Product Development.

Justin Bates, who was promoted from customer service specialist I to customer service specialist IV, Customer Service Center.

Melanie Beck, who was promoted from specialist III to specialist IV, Underwriting.

April Blem, who was promoted from customer service specialist I, Customer Service Center, to market analyst I, Asset Management.

Ronda Boone, who was promoted from customer service specialist I to customer service specialist II, Customer Service Center.

Joel Boyter, who was promoted from customer service specialist III to lead specialist, Customer Service Center.

Rhonda Bradford, who was promoted from analyst, LeAP Recruitment, to investment accountant I, Investment Accounting.

Rhona Bray, who was promoted from customer service specialist II to lead specialist, Customer Service Center.

Katrina Bridges, who was promoted from customer service specialist III to customer service specialist IV, Customer Service Center.

Motha Brundidge, who was promoted from customer service specialist I to customer service specialist IV, Customer Service Center.

Keith Chatman, who was promoted from supervisor, Account Relations, to manager, Account Relations East.

Anne Marie Christian, who was promoted from staff auditor II to senior auditor, Internal Audit.

Brianna Cogliano, who was promoted from pre-processing specialist to lead imaging specialist, Imaging.

Jenny Coleman, who was promoted from compliance specialist I to advertising compliance analyst II, Compliance.

Brittany Covington-Bell, who was promoted from account manager I, Client Services, to account manager III, Account Manager LAS.

Antonio Davis, who was promoted from bindery support specialist I to bindery technician I, Bindery.

Tricia Davis, who was promoted from customer service specialist I, Customer Service Center, to associate administration trainer, Administration Training.

Dennise Dean, who was promoted from accounting specialist II, Policy Service, to process audit specialist, Post-Sales PIC.

Katherine Decarlo, who was promoted from marketing manager III, Group Implementation, to broker account executive I, ABS Broker Support.

Christie Dennis, who was promoted from accounting specialist III, Premium Process LAS, to account manager III, Account Manager LAS.

Kea Denson, who was promoted from supervisor, Wingspan, to manager, account relations ops, EC-MLA.

Tabatha Denson, who was promoted from accounting specialist I to accounting specialist II, LAS Reconciliation.

Cassandra DeVeaux, who was promoted from supervisor, Client Services, to manager, Premium Processing LAS.

Meagan Dinkins, who was promoted from business process analyst II, Quality Assurance, to business process analyst III, Direct Sales.

Diane Drake, who was promoted from executive assistant III to financial planning coordinator, Planning and Rerating.

Amber Dubose, who was promoted from customer service specialist II to customer service specialist III, Customer Service Center.

Christopher Ehrhart, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Claire Ennis, who was promoted from lead specialist to business process analyst I, Post-Sales PIC.

David Feaster Jr., who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Pamela Ferguson, who was promoted from account relations executive III to account relations exec IV, Account Relations East.

Amanda Fields, who was promoted from associate compensation specialist I to associate compensation specialist II, Field Compensation.

Grace Florez-Maldonado, who was promoted from translator coordinator, Marketing Print/Communications, to operations analyst II, Support Services OH.

Aisha Ford-Banks, who was promoted from accounting specialist III to lead specialist, Premium Processing LAS.

Robin Fuller, who was promoted from executive assistant I to executive assistant II, IT.

Alayne Gamache, who was promoted from senior op-erations analyst to resource manager, Admin. Operations.

Matthew Ginter, who was promoted from senior manager, National Accounts, to second vice president, Broker Sales.

Shirley Goodman, who was promoted from claims specialist I, Claims, to claims research analyst, Research and Resolution.

Susan Goodsell, who was promoted from supervisor, Employee Communications, to manager, Employee Communications.

Veronica Goodwin, who was promoted from accounting specialist II, Premium Collection and Billing, to accounting specialist III, Major Group Accounts.

Whitney Goodwin, who was promoted from accounting specialist II, Premium Collection and Billing, to quality auditor, Quality and Audit.

Amylie Guzman, who was promoted from customer service specialist I to lead specialist, Customer Service Center.

Tracy Hamilton, who was promoted from financial systems analyst I to financial system accountant III, Financial Control.

Ashley Harmon, who was promoted from account services specialist III, New Business, to quality auditor, Quality and Audit.

Tonya Harrington, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Kalieshia Henderson, who was promoted from accounting specialist III, Premium Processing LAS, to quality auditor, Quality and Audit.

Charlene Hendrix, who was promoted from marketing manager II to group implementation coordinator III, Group Implementation.

David Hewitt, who was promoted from senior manager, broker sales effectiveness to vice president, Broker Sales.

Maki Hishikawa, who was promoted from senior international regulatory affairs consultant to second vice president, Federal Relations.

Valerie Hoefer, who was promoted from admin support specialist IV to account services specialist III, Major Group Accounts.

Frances Holecek, who was promoted from account relations executive III to national enrollment coordinator, Group Implementation.

Maleea Holsendolph, who was promoted from accounting specialist I, LAS Reconciliation, to accounting specialist II, Premium Processing.

Jamon Horton, who was promoted from account service specialist III to operations analyst II, Claims Strategy Planning and Support.

Wanda Horton, who was promoted from executive assistant II to operations analyst I, Compliance.

Kathy Houston, who was promoted from senior operations analyst, Business Analytics, to resource manager, IT.

All in the Family

Darryl Hunter Jr., who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Cara Ibrahim, who was promoted from operations analyst I, Policy Service, to market development analyst II, Field Force Planning.

Jacob Ingvalson, who was promoted from manager, Sales and Marketing, to senior manager, Strategic Partnerships.

Ayana Jackson, who was promoted from account service specialist III to lead specialist, NAS-New Accounts.

Sabrina Jackson, who was promoted from account manager I to account manager II, Client Services.

Joshua Jesus, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Nattacha Jimenez, who was promoted from customer service specialist I, Policy Service, to account services specialist III, NAS-New Accounts.

Deedee Johnson, who was promoted from key account manager to second vice president, Strategic Sales and Specialty Marketing.

Eric Johnson, who was promoted from account manager II to account manager III, Client Services.

Trent Johnson, who was promoted from bindery support specialist I, Bindery, to digital press technician I, Digital Print.

Carrie Jones, who was promoted from account manager I, Client Services, to account manager III, Account Manager LAS.

LaTonya Jones, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Tabitha Joyner, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Sean Kelly, who was promoted from corporate sponsor-ships coordinator to senior coordinator, sponsorships, Motorsports and PGA Tour OH.

Cindy Lama, who was promoted from senior compliance analyst to compliance consultant, Compliance.

Kathy Latimer, who was promoted from senior manager, Training Delivery to second vice president, Field Force Consulting.

Nathaniel Lokey Jr., who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Charles Long Jr., who was promoted from customer service specialist I, Customer Service Center, to accounting specialist III, Major Group Accounts.

Connie Love, who was promoted from account enrollment executive to account relations executive III, Account Relations East.

Kristie Lundy, who was promoted from risk management analyst to product manager, AG Risk Management.

Kristen Martin, who was promoted from customer service specialist I to customer service specialist IV, Customer Service Center.

Charlotte McElveen, who was promoted from contract specialist I to contract specialist II, Sales Contracting and Compensation.

Eric Meeks, who was promoted from claims specialist I, Claims, to operations analyst I, Business Analytics.

Catina Melton, who was promoted from customer service specialist IV to lead specialist, Customer Service Center.

Charles Miller, who was promoted from knowledge management coordinator to senior knowledge management coordinator, Administration Training.

Sharon Morton, who was promoted from supervisor to manager, Customer Service Center.

Betty Newman, who was promoted from accounting specialist I to accounting specialist II, LAS Reconciliation.

Dione Nicholson, who was promoted from investigative analyst, Special Investigations, to compliance data analyst, Aflac Trust.

Brandee Nolen, who was promoted from account relations specialist II, Client Services, to accounting specialist III, Major Group Accounts.

Christopher O’Brien, who was promoted from specialist III to investigator I, Special Investigations.

Alisha Odom, who was promoted from accounting specialist I, LAS Reconciliation, to accounting specialist II, Premium Proc.

Brandy Ogletree, who was promoted from accounting specialist II to account service specialist III, Benefit Services-Claims.

Alex Ortiz, who was promoted from specialist II, Field Compensation Core Processing, to specialist III, Special Investigations.

Kristin Parks, who was promoted from accounting specialist I, LAS Reconciliation, to accounting specialist II, Premium Proc.

Gary Perkins, who was promoted from business process analyst I, Market Conduct Exam, to compliance business analyst, Aflac Trust.

Wanda Perper, who was promoted from investigator I to investigator III, Special Investigations.

Tracey Pickett, who was promoted from purchasing specialist III to senior purchasing specialist, Purchasing VMO.

Lindsey Pierce, who was promoted from customer service specialist I, Policy Service, to process audit specialist, Post-Sales PIC.

Lisa Pike, who was promoted from senior financial planning consultant to manager, financial planning, Planning and Rerating.

Lakisha Powell, who was promoted from accounting specialist I to accounting specialist II, LAS Reconciliation.

Rachna Prasad, who was promoted from account manager I to account manager II, Client Services.

Tina Quesnell, who was promoted from claims special-ist II to lead specialist, Claims.

John Rabon, who was promoted from manager to senior manager, IT.

Damaris Rhodes, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Chanel Rice, who was promoted from account service specialist II, New Business, to account services specialist III, Major Group Accounts.

Norma Rivera, who was promoted from customer service specialist I to customer service specialist IV, Customer Service Center.

Shanita Rockeymore, who was promoted from customer service specialist II to customer service specialist IV, Customer Service Center.

William Rountree, who was promoted from customer service spec III to customer service specialist IV, Customer Service Center.

Sheila Rushing, who was promoted from accounting specialist II to accounting specialist III, Premium Collect and Billing.

Joycelynn Sanchez, who was promoted from commu-nications specialist III, Document Control, to business process analyst I, Post-Sales PIC.

Sheronda Sanders, who was promoted from accounting specialist I, LAS Reconciliation, to accounting specialist II, Policy Service LAS Operations.

Angel Santiago-Monroe, who was promoted from customer service specialist II to lead specialist, Customer Service Center.

Tamara Saunders, who was promoted from training development specialist, Training Content, to business process analyst I, Recruiting and Training Overhead.

Kristin Sellers, who was promoted from business process analyst I, Claims Strategy Planning and Support, to supervisor, Customer Service Center.

Anuja Shah, who was promoted from staff auditor I to staff auditor II, Internal Audit.

Brandy Shelley, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Karen Sikking, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Pankaj Singh, who was promoted from second vice president, Analytics, to vice president, Sales Strategy.

Kristi Smith, who was promoted from compliance accountant I, Compliance, Policy and Reporting, to investment accountant III, Investment Accounting.

Richard Sowers, who was promoted from customer service specialist I to customer service specialist III, Customer Service Center.

Cody Sparks, who was promoted from business process analyst I to strategic sourcing consultant, Sales and Marketing.


Employee Matters 29

Yvette Spencer, who was promoted from change management training coordinator to business process consultant, Sales Lead.

Robin Staton, who was promoted from senior research specialist to lead specialist, Research and Resolution.

Jeremy Strickland, who was promoted from account service specialist I, Pre-Sales PIC, to market analyst I, Sales Reporting.

Lasasaveta Stringer, who was promoted from customer service specialist II to customer service specialist IV, Customer Service Center.

Janice Taylor, who was promoted from accounting specialist I, LAS Reconciliation, to accounting specialist II, Premium Processing.

Katrina Taylor, who was promoted from customer service specialist II to customer service specialist IV, Customer Service Center.

Sarah Thacker, who was promoted from group underwriter II to senior group underwriter, AG Risk Management.

Kimicha Thomas, who was promoted from customer service specialist IV, CSC Aflac Group, to lead specialist, Customer Service Center.

Heather Thompson, who was promoted from senior account relations executive to manager, Account Relations East.

Laura Thompson, who was promoted from executive assistant I to executive assistant III, IT.

Tina Thompson, who was promoted from customer service specialist II, Customer Service, to account manager III, Account Manager LAS.

Nicole Threatt, who was promoted from customer service specialist I to customer service specialist IV, Customer Service Center.

Jeramy Tipton, who was promoted from second vice president, National Broker Marketing to vice president, Exchanges.

Mark Tomasini, who was promoted from marketing manager II to group implementation coordinator III, Group Implementation.

Stephanie Turgeon, who was promoted from group product marketing consultant, Group Marketing, to product manager, AG Risk Management.

Adriana Tyler, who was promoted from claims specialist III, Claims, to quality auditor, Quality and Audit.

Angelic Wade, who was promoted from lead specialist to supervisor, operations, Claims.

Scott White, who was promoted from supervisor, Business Tech Solutions, to manager, Channel Management.

Gwendolyn Whitman, who was promoted from account manager I to account manager II, Client Services.

Alicia Wille, who was promoted from financial systems accountant I to financial systems accountant III, Financial Control.

Britt Wilson, who was promoted from supervisor, Southeast Territory Admin, to business development manager, Pacific Territory Admin.

Michelle Wilson, who was promoted from quality analyst to resource manager, Business Services.

Heather Wisham, who was promoted from specialist, Claims, to business process analyst I, Post-Sales PIC.

Chianta Woodard, who was promoted from business process analyst II, Process Alignment and Control, to product implementation coordinator, AG Risk Management.

Laurie Woodson, who was promoted from state legisla-tive consultant to manager Government Relations-State.

Tamara Woodson, who was promoted from lead specialist, Claims, to supervisor, Customer Service Center.

Rolanda Young, who was promoted from customer service specialist I, Customer Service Center, to account services specialist III, NAS-New Accounts.

GRADUATIONS

Renee James, Pre Processing, Aflac Group, graduated from Capella University with a master’s degree in Industrial/Organizational Psychology on June 30, 2013.

LaSada L. Owens III, Customer Service Center, gradu-ated from Columbus State University with a Bachelor of Business Administration with a major in Business Management on Dec. 9, 2013.

PROFESSIONAL DEVELOPMENT

Crisa McCarty and Ruby Jones, both Administration Training, presented a breakout session at the Training 2014 Magazine Conference and Expo in February. A panel of judges accepted Crisa’s training material, Building a Winning Game Plan with Practical Elements, from numerous entries.

EDUCATIONAL ACHIEVEMENTS

Lindsey Esposito, daughter of Christine Esposito, NY Administration, made the dean’s list at Siena College for the fall 2013 semester.

Ebonee McCrory, sophomore at Hardaway High School, daughter of Stephanie McCrory, Policy Service, made all A’s during the third semester at Hardaway High School.

Congratulations to the 2014 Northside High School graduates:

• Dawon Clark, son of Shena Woods, PS Operations.• Ellen Clegg, daughter of Gail Clegg, Center of

Excellence/Quality• Landon Edmondson, daughter of Jackie Edmondson,

PIC Channel• Trent Nobles, son of Lisa McDaniel, DSC Columbus,

Georgia

TYING THE KNOT

Rhonda Brown, Claims, married Craig German on Jan. 18.

NEW ARRIVALS

Shatina Frazier, Administration Training, and husband Kerry Frazier, Customer Service Center, welcomed baby boy Nyko Shamor Frazier, on May 10, 2013.

Xuan Gu, Actuarial, and her husband, Ryan Rhyce, celebrated the birth of their daughter, Audrey Belle Rhyce. Audrey was born on Jan. 3.

Sonya Henderson, Talent Acquisition, celebrated the birth of her daughter, Skyler Victoria Martin, born on Jan. 24.

Jeff Hendrickson, Comm. and Content Marketing, and his wife, Dawn, celebrated the birth of their daughter, Brooklyn Grace Minty Hendrickson, on Feb. 25.

Karyn Justice Jordan, Marketing Print, welcomed her granddaughter on Jan. 23.

Laura Kinsman, Travel, Meetings and Incentives, welcomed her grandson, Levi Stone Robertson, born March 1.

Valerie McClung, Travel, Meetings and Incentives, and her husband, Keith McClung, Broker Services, welcomed their son, Drake Elwood McClung, on Jan. 6.

Jacqueline Burchfield Tyo, Compliance, and her husband, Brian Tyo, welcomed a son, Mason Stanley Tyo, on Dec. 23, 2013.

Kristen Williams, Account Relations, and her husband, Lucas, celebrated the birth of their baby boy, Aydan Brian, on Feb. 27.

IN APPRECIATION

Sharon Nelson and Edythe Canionero, Sales Assurance Services and NAS-Café Plan Services respectively, wish to express their thanks to all of their Aflac family for their prayers, donations, thoughts and flowers after the passing for their mother/mother-in-law, Annie Rose Nelson, on Jan. 31.

POTPOURRI

JaCorrie Williams and LeDeighja Williams, son and daughter of LaSada L. Owens III, Customer Service Center, participated in the play production, We are the Dream, held at Liberty Theater February 20-23.

Kevin Robinson, Claims, recently wrote his first book, G.O.A.T. 50, published Dec. 16, 2013.

SYMPATHIES

Members of the Claims department extend sympathies to Heidi Longtin on the loss of her brother, Jonathan Longtin, Process Innovation and Control, who passed away April 21.

FRESH ATTITUDE

May/June 2014

AFLAC’S 2013 Year in Review

WE WANT TO HEAR FROM YOU! Scan the QR code to the right to send your news, ideas and suggestions for stories or email [email protected].

Worldwide Headquarters1932 Wynnton Road

Columbus, Georgia 31999

PRSRT STDU.S. POSTAGE

PAIDAFLAC

Aflac Incorporated’s 2013 Year in

Review was released in late March

with the theme “Spreading Our Wings,

Protecting Our Policyholders.”

The theme is a reflection of how Aflac

strives to expand reach and provide

financial protection to customers.

Doing so will help ensure that Aflac

remains the number one provider of

voluntary insurance products at the

worksite in the United States, and the

number one life insurance company

in terms of individual policies in

force in Japan.

We provide financial protection to

more than 50 million people world-

wide, while also delivering value to

shareholders. Everyone in the Aflac

family is an integral part of helping to

position Aflac for further growth and

success, and the 2013 Year in Review

provides important insight into strat-

egies and initiatives while highlighting

2013 company results. Access an

electronic copy by going to:

Aflac.com > Investors > Financial Reporting.

2 0 1 3 Y E A R I N R E V I E W

Spreading Our Wings

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